Citizens Bank Client Services Manager in Riverside, Rhode Island
Dynamic, results-driven leader needed to play a critical thought leadership role in delivering the best in class customer experience model within Commercial Operations. This leader will develop and execute the Commercial Operations Customer strategy and be responsible for driving a culture of service to solutions to ensure appropriate products are supported to our customers to help with their everyday financial needs. Candidate will act as a strong liaison for all Commercial Bank business partners with direct oversight of 10 individuals.
This leader will oversee the team responsible for servicing our commercial client customers with end to end service; service specialists that have end-to-end ownership of inbound client issues, servicing needs for all of commercial lending, relationship managers, and customers.
Provide thought leadership for further evolution of the Commercial Client Service strategy covering all Commercial Bank business lines
Set clear vision of business success. Translate overall strategy into meaningful direction for Commercial Client Service.
Streamline processes and create efficiencies while becoming more effective in how we deliver best in class service including escalation handling. Build partnerships with product, sales, implementation, technology and sales to achieve consensus and support for the strategy
Create and implement operational or functional business plans aligned with the overall business strategy and organizational policy to ensure Commercial Client Service has the capacity and capability to meet the agreed objectives.
Drive organizational and process change that aligns client service models to client needs, product profitability, and overall consistency
Identify and lead projects to deliver the tools for excellent service and client self-service
Drive client satisfaction and market perception of client service. Ensure that best in class service quality philosophy is communicated throughout the organization
Set the overall series of Commercial Client Service metrics and continually drive process improvement across the organization, including coverage, product and technology
Develop Service Standards with business partners that meet client needs
Survey and analyze clients’ feedback, including participation in client service reviews
Identify opportunities for increased product sales and reduction in operating cost
Develops and maintains Commercial Client Service budget within specified guidelines
Position and promote Commercial Client Service as industry best practice
Recruits, manages, coaches and develops team managers to champion excellence in client service, change, culture, values, and attitude across Commercial Client Service.
Required Knowledge, Skills, and Abilities
Minimum 5 - 10 years of experience in Client Service and Commercial Products
Energetic leader who inspires and cultivates positive client-focused work environment and strong partnerships with internal partners
Ability to think strategically, as well as to create and implement new service models (project management skills and detail orientation are assets)
Deep technical knowledge of Commercial Bank products and back-end systems
Ability to influence others across functional areas and achieve buy-in to move new strategies forward
Ability to manage and prioritize multiple tasks
Strong people skills
Good analytical and problem solving skills
Demonstrated leadership, management and teambuilding skills
Key driver of change management within self and across teams
Pro-active, self-starter attitude
Ability to plan and execute in a timely manner
Education and Certifications:
Bachelor‘s Degree in Business, or Finance required
Hours & Work Schedule
Hours per Week: 40
Work Schedule: Monday - Friday, 7:30 am - 5:00 pm
Why Work with Us
At Citizens, you’ll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.
Equal Employment and Opportunity Employer/Disabled/Veteran
It is the policy of Citizens Bank and Citizens Securities, Inc. to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, marital or domestic partner status, or any other category protected by federal, state and/or local laws.
Equal Opportunity & Affirmative Action Employer Disabled/Veteran
Citizens Bank is a brand name of Citizens Bank, N.A. and each of its respective subsidiaries, and Citizens Bank of Pennsylvania.